Voice Operations Engineer

So, what’s the role all about?

As a Voice Operations Engineer, you will be responsible for managing the CX-One cloud VoIP platform from an operational standpoint, ensuring that customer interactions are seamless and efficient. You’ll work closely with both internal teams and customers to address technical requirements and ensure smooth integration with our platform. A key part of your role will involve troubleshooting and resolving various VOIP and networking issues, while also contributing to the overall health and performance of the platform.

How will you make an impact?

• Implement and manage customer network connections to ensure smooth integration with the CX-One platform.
• Troubleshoot and resolve VOIP and networking issues, including SIP/RTP, routing, and NAT, acting as a key point of escalation for complex issues.
• Work directly with customers to support their network configurations, ensuring they have the best possible experience when connecting to our platform.
• Monitor and assess call performance and platform health, taking action to address any potential issues that could impact service quality.
• Collaborate with sales teams and other internal stakeholders, contributing technical expertise to help convert customer requirements into feasible and supportable solutions.
• Provide input on platform improvements, working with engineering and operations to enhance customer experience and overall platform performance.
• Document processes and resolutions, ensuring consistent knowledge sharing across teams.

Have you got what it takes?

• Strong experience in monitoring and troubleshooting network infrastructure, particularly SIP/RTP, and cloud environments.
• Proficiency in troubleshooting cloud infrastructure issues and resolving incidents efficiently.
• Experience with automation tools like Terraform and a solid understanding of IaC for managing infrastructure and monitoring configurations.
• Strong problem-solving skills, with a proactive approach to preventing future incidents.
• Excellent communication and documentation skills, especially in high-pressure incident management situations.
• Ability to work cross-functionally with DevOps, engineering, and other technical teams to resolve issues.
• Proven experience working with and deploying VOIP solutions in cloud environments, with a focus on ensuring seamless customer experiences.
• Understanding of key technologies such as MPLS, IPSEC, WebRTC, NAT, and DNS.

This job description is not intended to be all-inclusive, and employees will also perform other reasonable related business duties as assigned by immediate supervisor and other management as required.

This organization reserves the right to revise or change job duties as the need arises. This job description does not constitute a written or implied contract of employment.​

Requisition ID: 5314
Reporting into: 
Role Type: Individual Contributor

What’s in it for you?

Join an ever-growing, market disrupting, global company where the teams – comprised of the best of the best – work in a fast-paced, collaborative, and creative environment! As the market leader, every day at NICE is a chance to learn and grow, and there are endless internal career opportunities across multiple roles, disciplines, domains, and locations. If you are passionate, innovative, and excited to constantly raise the bar, you may just be our next NICEr!

Enjoy NICE-FLEX!

At NICE, we work according to the NICE-FLEX hybrid model, which enables maximum flexibility: 2 days working from the office and 3 days of remote work, each week. Naturally, office days focus on face-to-face meetings, where teamwork and collaborative thinking generate innovation, new ideas, and a vibrant, interactive atmosphere.